Learning & Development Manager – Customer Experience
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Remote type: Hybrid Working
Location: London
Time type: Full time
Posted on: Posted Yesterday
Job requisition ID: R-7358
12 months Fixed Term Contract
About us
DS Smith is a leading provider of sustainable fibre-based packaging worldwide, which is supported by recycling and papermaking operations. We play a central role in the value chain across sectors including e-commerce, fast moving consumer goods and industrials. Through our purpose of ‘Redefining Packaging for a Changing World’ and our Now and Next sustainability strategy, we are committed to leading the transition to the circular economy, while delivering more circular solutions for our customers and wider society – replacing problem plastics, taking carbon out of supply chains and providing innovative recycling solutions.
About the role
We are currently embarking on a Customer Experience transformation journey. An essential part of our growth plan, this transformation is at the heart of shaping internal and external activities for our organisation and valued customers in the future.
To support this, we require a Learning and Development Manager who will develop and deploy a talent capability building strategy and plan against an in-flight CX programme, spanning multiple workstreams. Reporting to the Packaging Sales, Marketing and Innovation Talent Lead with a dotted line to the Head of CX, you will work in close collaboration with a CX Change Manager, Enablement Manager, Programme Delivery and HR.
Your remit will include but not limited to:
- Partner closely with key stakeholders to diagnose training needs, gather feedback and ensure alignment between learning initiatives and business objectives;
- Develop a learning strategy that drives the desired behavioural change and enhances capability. The role will also lead the development of upskilling solutions to develop expertise of cross-functional customer facing teams along the customer journey;
- Drive and embed learning plans to encourage our people to adopt customer centric behaviours enabling our customers to receive a differentiated service that meets their needs and expectations whilst making the very best use of relevant services and resources;
- Evaluate and analyse organisational and team development needs and develop a portfolio of learning solutions that will be deployed across our global organisation;
- Work with a range of stakeholders – at Group, Divisional, Regional and Country levels – influencing and supporting them through the delivery of in-scope learning initiatives as well as addressing ad-hoc learning needs to embed evolving ways of working;
- Design, create and deploy fit for purpose learning initiatives using blended learning solutions and digital tools to create flexible and innovative learning solutions;
- Vendor Management: establish and engage with 3rd party vendors to create and deliver training and manage those relationships;
- Performance monitoring and evaluation: establish KPIs to measure the effectiveness of learning initiatives, track employee progress and gather feedback; analyse outcomes.
About you
- Qualified to Degree level, or equivalent L&D experience;
- Relevant learning and development qualifications and Instructional design qualifications desirable;
- Proven experience as an L&D practitioner having successfully designed and delivered an L&D strategy within a European, matrixed organization. Experience working closely with Customer Experience (or other Commercial teams) preferred;
- Experienced in designing and supplying a variety of training styles – train the trainer, blended, digital, virtual, classroom etc., as well as Supplier management;
- Passionate about helping people learn and grow through enhancing people capabilities;
- Exceptional communication and stakeholder management skills, with the ability to effectively engage and influence stakeholders at all levels of the organisation;
- Excellent project management skills, with the ability to manage multiple initiatives simultaneously and drive results in a fast-paced environment;
- Excellent command of English, any other European languages are a plus.
Benefits
- Competitive salary
- 25 days holiday plus bank holidays
- Pension scheme, life assurance and income protection
- Salary sacrifice electric car scheme
- Employee Assistance Programme
- Employee Discounts
- Cycle to work scheme
Location: London (Paddington) – Hybrid
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